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At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.
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Our Private Wealth team is focused on delivering a consistent, high-quality client experience across every stage of the client lifecycle. As a senior client service leader, you'll lead the strategy, standards, and execution that help service teams deliver responsive, personalized, and compliant support to our Private Wealth clients. You'll lead and develop a team of experienced professionals, create and oversee the client service training strategy, and establish service standards, service level agreements, and escalation protocols that support firm-wide consistency. You'll work closely with partners across Wealth Management, Operations, Compliance, Technology, Marketing, and Client Experience to improve workflows, strengthen service governance, and enhance the overall client experience. You'll also monitor service performance, lead high-priority escalations, and drive continuous improvement initiatives that reduce friction, improve turnaround times, and help scale service excellence.
People leadership and coaching - Lead, coach, and develop a high-performing client service team by setting clear expectations, strengthening accountability, and building a culture of responsiveness, quality, and ownership.
Training and enablement - Design, develop, and deliver training programs that support onboarding, role-specific development, service standards, escalation management, complaint handling, and client communication best practices.
Service standards and governance - Define and maintain firm-wide client service standards, service level agreements, escalation pathways, and service playbooks to support consistency across onboarding, servicing, reviews, and offboarding.
Continuous improvement - Review service performance trends, identify root causes of recurring issues, and redesign workflows to improve efficiency, reduce turnaround times, and enhance the client experience without adding unnecessary complexity or cost.
Cross-functional partnership - Partner with Wealth Management, Operations, Compliance, Technology, Marketing, and client-facing teams to implement service model enhancements, technology improvements, and policy updates that strengthen service delivery.
Escalation and performance oversight - Lead the resolution of high-priority client service issues, implement governance routines such as service reviews and key performance indicator dashboards, and report progress and improvement opportunities to senior leadership.
You are a caring and accountable leader. You have experience developing and implementing strategic team goals. You have experience coaching employees and inspiring successful team performance.
Your influence makes a difference. You know that relationships and networks are essential to success. You inspire outcomes by sharing your expertise.
You act like an owner. You thrive when you're empowered to take initiative, go above and beyond, and deliver results.
You're motivated by collective success. You know that teamwork can transform a good idea into a great one. You know that an inclusive team that enjoys working together can bring a vision to life.
You can demonstrate experience in private wealth or wealth management client service, service operations, training and enablement, escalation management, and process improvement. It’s an asset if you have experience working with service governance frameworks, service level agreements, client lifecycle processes, and client relationship management tools.
You have a degree/diploma in business, finance, operations, adult education, or a related field.
You live your values. You bring high standards, genuine care to your relationships, and want to grow with an employer that shares your values and brings out your best.
California residents — your privacy rights regarding your actual or prospective employment
At CIBC, we offer a competitive total rewards package. This role has an expected salary range of $250,000 - $350,000 for the market based on experience, qualifications, and location of the position. The successful candidate may be eligible to participate in the relevant business unit’s incentive compensation plan, which may also include a discretionary bonus component. CIBC offers a full range of benefits and programs to meet our employee’s needs; including Medical, Dental, Vision, Health Savings Account, Life Insurance, Disability, and Other Insurance Plans, Paid Time Off (including Sick Leave, Parental Leave and Vacation), Holidays and 401(k), in addition to other special perks reserved for our team members.
This position does not offer visa sponsorship.
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At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.
*Subject to plan and program terms and conditions
California residents — your privacy rights regarding your actual or prospective employment
IL-Chicago, 181 W Madison Fl 35
Regular
40
Accountability, Client Service, Client Service Excellence, Leadership, Service Standards
CIBC is here to help all our clients reach their goals.
We know the importance of reliable financial products and services, and we’re dedicated to providing them in a way that lets you bank however you want, whenever you want.
With innovative tools designed around your priorities and a team fully focused on your success, you’ll get the insights you need to get even closer to achieving your goals.
This culture of innovation and shared values of trust, teamwork and accountability are why we’ve been named a top employer in Canada. They’re also why a career at CIBC is more than a job—it’s an opportunity to grow and work alongside some of the brightest in Canada.
La Banque CIBC est là pour aider tous nos clients à atteindre leurs objectifs.
Nous connaissons l'importance de produits et services financiers fiables, et nous nous engageons à les fournir d'une manière qui vous permette d'effectuer vos opérations bancaires comme vous le souhaitez, quand vous le souhaitez.
Avec des outils innovants conçus autour de vos priorités et une équipe entièrement centrée sur votre réussite, vous obtiendrez les informations dont vous avez besoin pour vous rapprocher encore plus de vos objectifs.
Cette culture de l'innovation et les valeurs partagées de confiance, de travail d'équipe et de responsabilité sont la raison pour laquelle nous avons été nommés l'un des meilleurs employeurs au Canada. C'est aussi pourquoi une carrière à la Banque CIBC est plus qu'un emploi : c'est une occasion de grandir et de travailler aux côtés de certaines des personnes plus brillantes au Canada.
